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Tracking ACD Skill Set

Interaction Detail viewer displays the first assigned ACD skill set of an interaction as the FirstAssignedAcdSkillSet attribute, at the Interaction level.

The attribute AcdSkillSet is displayed at the segment level for applicable segments. If AcdSkillSet changes during the life of an interaction, the new value is shown at the segment level for applicable segments.

The FirstAssignedAcdSkillSet value is logged in the InteractionSummary table under the database column FirstAssignedAcdSkillSet.

The AcdSkillSet value is logged at the segment level in the InteractionSegmentDetail table under the database column segmentlog.

Skill Set Tracking

To understand skill set tracking, consider the following interaction:

An ACD call enters the system and the caller requests an English speaking agent, which sets the Eic_AcdSkillSet attribute to English. The system moves the call to the Marketing workgroup where an agent answers the call. During the call, the agent places the call on hold, picks up the call, then disconnects the call.

Detail Viewer displays the attribute value and the timestamp when the attribute was assigned the current skill.

The following figure shows how Tracker logs the FirstAssignedAcdSkillSet:

The following figure show how Tracker logs a segment with the ACDSkillSet attribute value and timestamp:

The following figure shows the ACDSkillSet for the next segment:

Skill Set Change During an Interaction

The skill set can change over the life of an interaction. Tracker server provides an audit trail by recording the skill set attribute and the timestamp when the skill set changed.

Since both AcdSkillSet values were assigned during this segment, the segment displays both skill set values in order. Later segments show only the new skill set value unless the skill set changes again.